Given the ferocity of the storm, WOW! personnel prepared as much as possible ahead of time, including some of our Network Operations Center (NOC) and engineering personnel bringing camping gear in anticipation of a long night in our Chicago office to monitor systems and alert crews and engineers to problem spots in the network.  Our call center in Colorado Springs had additional staff scheduled to handle increased volume of storm related calls and troubles, as well as additional tier 3 support personnel to triage problems and supplement the skeleton NOC  crew in Naperville.   Our engineering teams in all regions have tools in place so that, when necessary, engineering support can be given to other teams from home at all hours of the day and night.  By planning ahead, work can proceed with minimal disruption and minimal worry for WOW! personnel safety as we support customers in these extraordinary weather events.

Of course, freezing rain can cause permanent damage to the plant, which then requires our crews to rebuild pieces from scratch.  While there are isolated areas that will require extensive repairs, we hope and expect that, as power is restored to homes, that for most,  WOW! services will be there ready and waiting.

Thanks to the many dedicated workers and support staff who have helped tame the effects of this fierce storm on our customers, and thanks to those customers who have been patient and understanding as crews work to restore service.

Until next time….

We talk all the time at WOW! about the fact that it’s not what we do, but how we do it.  How we do it differently from our competitors is a result of the engagement and commitment of our frontline employees… to create a better experience for our customers.  Why do they do it?  Because it makes them feel good, feel proud and… well because it’s fun. 

It’s hard to believe I’ve been contributing to this blog for a whole year – yes, time flies as you get older (groan), but more importantly time flies when you’re having fun.  I guess that’s the last message I’d like to communicate in this space called ‘Culture’ on our blog.  At WOW!, having fun at work is something we’ve come to expect and I believe it translates to how.

In a work environment that is focused on Serving Others, where Respect, Accountability and Integrity rule the day… week… month… year, a natural byproduct is this:  People are happy to come to work.  There’s no worry about back-stabbing, sabotaging, blame-laying or spotlight stealing.  Our core values don’t permit these things.

When people are happy to come to work, there is a whole different kind of energy that pervades the workplace, for example:

- Particularly hard jobs become team challenges
- Unexpected ‘priority projects’ become volunteer opportunities
- Extra efforts are appreciated and recognized on the spot and…
- When there’s a reason to celebrate, congratulate or even reach out to the community, participation is whole-hearted and heartfelt.

So here’s my logic:
1. Core Values make you feel good at work.
2. Feeling good creates fun.
3. Fun Drives The How.

I have to admit I wasn’t quite sure what I wanted to write about in this last ‘culture column’ and I also have to admit that I left it to the last minute.  It’s due to be posted today – 12/14/10.  So now I need to  get this up on the blog and then get back to having fun… oops – I mean get back to work… at WOW!.

Best Wishes for a Happy and Personally Rewarding New Year!

Then imagine you work for WOW!. 

Guess what? 

Your supervisor calls the garage who maintains the vehicles for their office, and the garage owner offers to repair the car for the cost of parts alone.  Your supervisor picks up the tab for towing.  Your teammates secretly hold a meeting and take up a collection.  Their money pays for the parts.  Then they find a replacement washer and dryer set in good working condition and buy it for you.  Finally, they purchase gift certificates and donate the rest of the collected cash toward food and gifts so your family can have a real reason to celebrate Christmas.

This is just one story, in one location, in one holiday season at WOW!.  These kinds of efforts go on all year long when a member of our WOW! family is faced with unexpected trauma and need. 

It’s called Leading with Courage.
It’s called Serving with Heart.
It’s called Celebrating the holidays with Grace

This year, like last year, there is more need than ever in our neighborhoods and our communities.  Please consider a few less stocking stuffers, or a more cost-effective Christmas meal and consider spending your savings on someone else.  You can touch the life of someone who has very little to celebrate this year.

I’ve quoted our CEO in this column before, but it’s appropriate to repeat it here:

“NOTHING FEELS BETTER THAN GIVING.”

Happy Holidays from WOW!

  This is not something that WOW! enjoys doing but it is something that needs to be done in order to bring the service to you.  WOW! is always looking for the best balance of the needs of our customer with the very real cost of doing business.

  Happy Holidays to you and yours!!

This month we had an unusually lively group of technicians and they asked a lot of questions.  As a result, I ended up describing the original Career Path program launched in 2003, and the iterations it had gone through over the past seven years to accommodate changes in our market, changes in our product offerings and changes in technology.  As the training came to a close, one of the technicians spoke up and said, ‘You know, I worked for ‘X’ company for over three years. I never had a performance review from them, not even one, and I sure never got any pay increase because of my skills.’ 

I was more than surprised.  No performance review in three years?  No pay increase as the employee was able to perform more complicated work?  I realized once again, that I sometimes take for granted the culture and core values of WOW!.  We do pay for performance – top performers are rewarded in multiple ways at WOW!.  We also pay competitively.  If someone can do A, B, and C jobs, that someone should be making more than a coworker who can only perform A-type jobs.  And we are committed to our annual review process.  Employees deserve to get feedback, find out where they are excelling, where there is room for improvement and what they contribute to their team, their department and the business.

It’s a simple matter of Respect – treating employees the way anyone would like, no, the way anyone would expect to be treated
It’s also a matter of Integrity – doing the right thing and connecting compensation to skills and performance
It’s a simple matter of Accountability – making pay adjustments timely and appropriately
It’s a matter of Servanthood – showing employees that as managers, we know we owe it to them to follow the first three statements above.

There’s those Core Values again.  They’re pervasive as all get-out at WOW!, even where compensation is concerned.   Next month, when I stand up to train new technicians on the Career Path Program they’re about to enter, I will tell them about the real roots of the program – the Core Values that are the foundation  of WOW!.

 I have always known that WOW! was a place that gave back to the community and back to their employees but a few special memories stick out for me.

 I remember a call that came in from a customer that had been late on the payments and having a very hard time getting by. They were just trying to make some arrangements to pay the bill. I do understand that cable TV is not a privilege and you can do without it, in most cases but to some it is the only contact with the outside that they get. I remember hearing that for the holidays, all the person really wanted was new towels for the bathroom. That’s it!! That is all the person wanted was her bathroom to look nice with new towels in it. That really put things into perspective. And guess what happened? Those towels, she had been wantin,g showed up at the home and you will never guess where they came from. What a company!!!!!

  This Thanksgiving, WOW! was able to give 20+ families Thanksgiving dinner that they wouldn’t have been able to afford on their own. An Angel Tree has been set up in the lobby of the Call Center with the Holliday wishes of children. We can’t seem to keep the requests on the tree because the employees are buying and wrapping gifts for these children. 

  This is just part of what I am thankful for. Being a part of a team that when the going got tough, they got tougher.  Always giving and never asking anything in return.

  It’s that time of year when you are supposed to look back and think of the things you are most thankful for. Why does it have to be only once a year?  Why can’t we all take the time, everyday, to look at the things, and people, that we should be thankful for?

There are many things in life I am thankful for and I appreciate them all !!

 Every day, I am thankful that I got out of bed on my own. What are you thankful for?

“I have worked for WOW! for five years and I can truly say WOW! is part of my family.  If you ever wanted to work for a company that cares and supports their employees and helps them strive for ‘gold’ in their career, then this is the company for you.  I cannot imagine working anywhere else”

“It only gets better and better and you WILL have a WOW! Moment while you are here… it’s just a matter of time!”

“Working for WOW! has been one of the best experiences of my life.  Since working here I have gained a level of self-respect that will never go away, and I have the courage to step out and do things I never would have imagined possible.”

Can you imagine working for a company where the culture and atmosphere inspire employees to say things like that?!  At WOW!, it’s all in a day’s work, and it all boils down to our focus on Servanthood.  Everyone at WOW! learns (and eventually believes in their own heart) that it is an honor to serve others.  When you are in a Human Resources department, whose primary function is to serve others, it is extraordinarily rewarding to have other managers, department heads and yes, even the executives of the company have the same mindset… the honor of serving others. 

Servanthood is a self-fulfilling practice.  When you ‘do’ for others, I guarantee there will be a time, maybe when you least expect it, that others will ‘do’ for you.  As we approach our national day of giving thanks, I would like to express my own gratitude for being part of this unique company and send out my own Thanksgiving wish:

May everyone who reads this either give or receive a WOW! Moment today.  Happy Thanksgiving!

WOW! teamed up with the Suite Dreams Project to raise money for a very special family. The Suite Dreams Project is a charitable organization whose mission is to bring comfort and joy to children affected by serious medical conditions by creating healing environments in their homes and in our communities that improve their quality of life and prospects of recovery.

The wonderful staff at Suite Dreams introduced us to the Zentz family and their adopted 7 year old son, Ben. When Ben was just six weeks old, he was believed to have been violently shaken by a family member which caused severe brain injury. Ben has had numerous surgeries, several strokes and is now legally blind and unable to walk or talk. 

Last Sunday, WOW! held a bowl-a-thon fundraiser in honor of Ben and the Zentz family. Over one hundred employees and their guests attended the event! The Zentz family was also in attendance and spent most of the afternoon thanking WOW employees for their support. Funds were raised through bowling games, raffles, a silent auction and general donations. In total, $13,887 has been raised so far!

Normally with a bowling fundraiser, funds are raised by charging an admission price to the event. We did not feel it was necessary to charge an admission price because we knew our employees would get behind the cause and individually reach out to family and friends to raise money. Indeed they did! Employee fundraising and donations alone generated over $7,000 – half of our overall money raised.

The proceeds from the fundraiser will go towards creating Ben’s healing environment. Ben’s greatest need is a special bed to keep him enclosed and safe at night. He also needs physical therapy equipment in his home to keep him active and constantly learning. 

Several WOW! employees volunteered their own time to design and create the bedroom with the help of a Suite Dreams designer.  Planning for the bedroom will begin in the next week or two and we hope to have the bedroom finished by Christmas.�
 

Ready to bowl!

Competitive team

Selling LOTS of raffle tickets! WT Young, committee member on left helps Shirley Roseman

The rest of the WOW! fundraising committee

A happy raffle prize winner!

  To take a message from my FB friends:
   A veteran is someone, who at one point in their life, wrote a blank check payable to the United States of America for an amount up to, and including, their life. That is beyond honor, and there are far too many people in this country who no longer remember that fact.

  Thanks to all the men and women, who have fought for the freedom we all know and love today. To all of the veterans that have worked at WOW! to give you the wonderful experience and to all of you veterans out there, THANK YOU!!!!

William Wright
Army Veteran

  A little kindness goes a long way!!!

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